Onboarding a client is a critical part of the buyer’s journey. It ensures your client properly knows and understands your product or service offering, and confirms that it will deliver what you’ve promised – that the client will get what they’ve signed up for.
Onboarding also increases customer retention and lifetime value, meaning you don’t only have customers that keep returning but also customers who’ll share their good experience with others, significantly impacting lead generation and revenue. So much so that, “83% of people of people polled in a study by Nielson said they trust the recommendations of friends and family, and a similar study done a few years earlier found that 92% of people trust recommendations from other people – even strangers. Overall, 20-50% of all purchases are influenced by word-of-mouth marketing”.
So, how does one go about onboarding clients successfully?
1. Automated onboarding tools
Automated onboarding tools can help you design a seamless onboarding journey tailored to the needs of your customers.
Qobrix real estate software for instance, gives your sales team the ability to properly manage the sales process from start to finish, and provides the tools to help your salespeople support their clients after the sale is made. Lead forms on your website can be integrated with Qobrix, to automatically create a new lead in your CRM System that will notify your salespeople immediately and will include the relevant contact details and enquiry message.
2. Efficient workflows
Automation makes the workflow component of the onboarding process more efficient, be this for scheduling customer follow ups, monitoring marketing campaigns and enquiries generated therefrom, producing reports to respond to client queries, integrating with multiple third-party systems like MailChimp or Clickatell for mass communication, etc.
Qobrix for example, allows you to categorise your leads by status, document the outcome of your last call, schedule your next follow-up date and increase your chances of bringing in that much needed sale.
3. Informed customer interactions
Onboarding is a process comprised of several activities, one of which is consistent and meaningful customer engagement. CRM expert Paul Greenburg defines customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer.” To engage successfully means understanding what your customer values, establishing how your product or service can measure up, identifying how your customer wants to interact with your business and knowing that ultimately, every customer just wants to have a positive experience with your brand.
A large number of organisations use Qobrix real estate software to manage customer engagement more effectively through the tools and technologies the software offers that supports this crucial activity.
4. Customer centric offering
Automation shouldn’t remove the human aspect of customer interaction in the onboarding process. A people-centric approach is critical for customer relationships to be nurtured. Particularly pertinent is the saying “People will forget what you said. People will forget what you did. But people will never forget how you made them feel”. People ultimately choose to do business with people they like, with someone who listens to them, someone who they feel they can trust to help them, someone with whom good communication plays a pivotal role.
Qobrix CRM software provides the tools that will enable your salespeople to enhance communication with your clients, set realistic expectations and solidify their trust to avoid churn.